HR Operations Team Lead

ABOUT FLUTTER ENTERTAINMENT

Flutter Entertainment is the world’s largest sports betting and iGaming operator with 13.9 million Average Monthly Players worldwide and an annual revenue of $14Bn in 2024. We have a portfolio of iconic brands, including Paddy Power, Betfair, FanDuel, PokerStars, Junglee Games and Sportsbet.

Flutter Entertainment is listed on both the New York Stock Exchange (NYSE) and the London Stock Exchange (LSE). In 2024, we were recognized in TIME’s 100 Most Influential Companies under the 'Pioneers' category—a testament to our innovation and impact. Our ambition is to transform global gaming and betting to deliver long-term growth and a positive, sustainable future for our sector. Together, we are Changing the Game.

Working at Flutter is a chance to work with a growing portfolio of brands across a range of opportunities. We will support you every step of the way to help you grow. Just like our brands, we ensure our people have everything they need to succeed.

FLUTTER ENTERTAINMENT INDIA

Our Hyderabad office, located in one of India’s premier technology parks is the Global Capability Center for Flutter Entertainment. A center of expertise and innovation, this hub is now home to over 900+ talented colleagues working across Customer Service Operations, Data and Technology, Finance Operations, HR Operations, Procurement Operations, and other key enabling functions.

We are committed to crafting impactful solutions for all our brands and divisions to power Flutter's incredible growth and global impact. With the scale of a leader and the mindset of a challenger, we’re dedicated to creating a brighter future for our customers, colleagues, and communities.

Role Purpose:

We are seeking a HR Operations Team Lead to join our People Services team in our new shared capability center (HSCC) based in Hyderabad integrating into our broader, Global Operating Model.

This role will be an integral part of the Group HR Operations team, accountable for a team of Support Partners delivering core HR transactional support and query management support through the Workday solution.

Working closely with the Global Virtual Hub Manager, this role will identify opportunities for continuous improvement within People Services, whilst ensuring agreed upon KPIs and SLAs are met as agreed with key business stakeholders.

Key Responsibilities:

• Lead a team of HR Operations Support Partners who are responsible for managing customer queries end-to-end, processing Workday transactions, and managing mass data uploads where applicable.
• Drive excellence to ensure team deliver market leading employee experience
• Provide operational support and insight in the development of the HR Service Management framework.
• Work closely with counterparts to ensure support partners are assigned and adequately resourced to provide support to different employee populations.
• Ensure any significant issues or risks to the HR service delivery are identified and promptly escalated to senior members of the Global Virtual Hub team.
• Support the implementation of new or improved HR procedures, structures, solutions and processes that deliver continuous improvement to the Global HR CX service solution.
• Manage escalations and issues arising from team activity
• Bring forward query escalations and trends from specific markets to the Global HR Virtual Hub management team, to identify opportunities to reduce escalations and improve service delivery.
• Ensure agreed KPIs and metrics are achieved within your team ensuring business requirements are met.
• Review team’s performance on a regular basis, using real time data to identify key issues and predict future challenges and trends.
• Work in an agile way to support other teams as needed during periods of peak activity.

TO EXCEL IN THIS ROLE, YOU WILL NEED TO HAVE:

• Demonstrated experience taking ownership of HR administration services and transactional activities in a global organization - federated organization a plus.
• Extensive experience working within global HR Operations teams with understanding of the day to day operational processes.
• Exposure to HR case management tools preferred.
• Previous experience working within an HR enterprise system processing employee lifecycle-related transactions.
• Ability to monitor KPIs to measure service quality in order to drive continuously improved operational excellence.
• Team player with strong people management skills to support the day to day running of an HR Global Virtual Hub team.
• Excellent written communication skills.
• Analytical mindset with ability to identify and solve problems as required.

BENEFITS WE OFFER

• Access to Learnerbly, Udemy , and a Self-Development Fund for upskilling.

• Career growth through Internal Mobility Programs .

• Comprehensive Health Insurance for you and dependents.

• Well-Being Fund and 24/7 Assistance Program for holistic wellness.

• Hybrid Model : 2 office days/week with flexible leave policies, including maternity, paternity, and sabbaticals.

• Free Meals, Cab Allowance , and a Home Office Setup Allowance.

• Employer PF Contribution , gratuity, Personal Accident & Life Insurance.

• Sharesave Plan to purchase discounted company shares.

• Volunteering Leave and Team Events to build connections.

• Recognition through the Kudos Platform and Referral Rewards .

WHY CHOOSE US:

Flutter is an equal-opportunity employer and values the unique perspectives and experiences that everyone brings. Our message to colleagues and stakeholders is clear: everyone is welcome, and every voice matters. We have ambitious growth plans and goals for the future. Here's an opportunity for you to play a pivotal role in shaping the future of Flutter Entertainment India.